Analisis Kualitas Pelayanan Administrasi dalam Mendukung Kependudukan E-KTP di Dinas Kependudukan dan Pencatatan Sipil Kota Tebing Tinggi

Abstract

The quality of administrative service is an important aspect in supporting population management, especially in the context of implementing e KTP. Public service can be defined as the way the government provides the necessary services to the community fairly, efficiently, and transparently. High quality public service will lead to customer satisfaction. The importance of effective and responsive public service is crucial to achieving the satisfaction of the community, reflecting how well the service meets their expectations and needs at the Department of Population and Civil Registration of Tebing Tinggi City. Various public issues often arise regarding the low quality of services in government institutions. This results in many public service programs failing to deliver positive impacts on improving community welfare. Therefore, the author aims to assess the quality of public service at Disdukcapil Tebing Tinggi City, with the goal of describing the quality of E KTP administrative services at the Department of Population and Civil Registration (Disdukcapil). This research was conducted using a qualitative method. Data collection was carried out through observations and interviews with the Head of the Department, staff, and the community members receiving the services. Data analysis techniques included data reduction, data presentation, and drawing conclusions. The results of this study indicate that the service assessed from the dimension of the physical appearance of the office facilities is quite good. However, the reliability of the staff is still lacking, which leads to community dissatisfaction with the services. The responsiveness of the officers in handling inquiries is good, as it is part of their duties and responsibilities. The assurance of clarity regarding time and costs is satisfactory, and the employees' empathetic attitude in serving is also quite good.